Evaluation of Customer Satisfaction with Electronic Banking Service in Tanzania

Abstract

This study evaluated the extent to which the customers are satisfied with commercial banks e-banking in the course of using e-banking services of the commercial banks in Tanzania. The study used questionnaires that were distributed to the customers, interview and observation while using Automated Teller Machines (ATMs) was also used. The total numbers of 50 respondents were used in this study. Judgmental/non probability sampling was used to select the users of e-banking services. Secondary data related to the study were collected from books, internet, journals, and other internal documents. The study found that the customer’s satisfaction is influenced with e-banking services provide accuracy services, speed of networks, and smooth procedure in using it. The study also indicated that the extent to which the customers were satisfied with commercial banks e-banking services was that many of the customers are not satisfied with the commercial Banks e- banking services (76%) because of poor network, language barrier and lack of IT knowledge and 24% were satisfied because they are conversant with information and communication Technology. Finally the study recommended for further study by including more regions, districts and cities in Tanzania where e-banking services are available.